User Support Specialist

Job Summary

The User Support Specialist collaborates with other library IT staff to ensure effective access to and use of library-provided services for UW–Madison and Universities of Wisconsin faculty, staff, students, and researchers. This position supervises and supports Help Desk student employees in triaging and resolving desktop support requests, calls, work tickets, and other inquiries. The specialist also develops, documents, and enhances workflows for technology troubleshooting and service delivery, supporting a large and diverse community of users.

Reporting to the IT Operations and Inventory Coordinator, the specialist serves as a liaison between technology support teams and library stakeholders by communicating system updates, outages, and other technology-related information. The position supports and administers service desk tools and Windows and macOS environments, while coordinating system upgrades, integrations, and automation efforts. The specialist also supports the technical environment for asset tracking systems and helps improve inventory workflows and data accuracy.

The successful candidate will perform a variety of duties, including, but not limited to:

• Provides technical escalation support to student workers at library technology help desk locations.
• Acts as liaison between technology support staff and library partners and stakeholders, by communicating system changes and outages.
• Administers and supports service desk tools to ensure effective management of documentation, support requests, work tickets, and other inquiries.
• Administers and supports Windows and macOS environments, including OS update planning, configuration management, and endpoint security.
• Plans, tests, and coordinates system upgrades, integrations, and automation efforts in partnership with other Library Technology Teams.
• Supports the technical environment for asset tracking by implementing automated solutions to improve inventory workflows and data accuracy.
• Serve as a mentor to other team members, helping them develop their technical skills and troubleshoot complex problems.

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location with typical work hours between 8 AM and 5 PM, Monday through Friday.

This position is full-time, 100%.

Ongoing/Renewable

Key Job Responsibilities

• Supervises, trains, schedules, and provides day-to-day guidance to Help Desk student employees while mentoring team members in technical troubleshooting and customer support best practices (10%)
• Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision (20%)
• Facilitates individual and group end user trainings, answers questions, and provides information specific to non-routine and more complex information technology end user products and services (10%)
• Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures (10%)
• Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements (30%)
• Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs (10%)
• Leads, schedules logistics, and secures resources for the completion of technology system integrations (10%)